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IT Help Desk Agent

2 months ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Description:

Job Summary:

The Texas Department of Aging & Disability Services is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing advanced technical support and customer service duties associated with our Texas Integrated Eligibility Redesign System (TIERS) and other eligibility applications.

Key Responsibilities:

• Provide technical support and troubleshooting for complex hardware and software issues in support of TIERS, State Portal, and YourTexasBenefits.

• Assist in interpreting help desk procedures, training fresh staff, and completing unit reports by request. Develop procedures and training manuals and conduct presentations and briefings as needed.

• Perform quality control measures to ensure proficient documenting of all steps taken on a ticket, including all communication with the end users, to provide a timeline review of the issues being reported.

• Refer problems to specialized staff pursuant to escalation policy and follow up on pending problems.

• Communicate effectively with others (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.

• Submit drafts of material and new/unusual situations for review and addition to technical manuals or guides.

• Prepare and update computer application programs (i.e., Remedy OnDemand templates).

• Maintain technical expertise on hardware, software, network configurations, and peripherals using various methods (i.e., reviewing technical information, attending training, using self-paced learning, collaborating with other staff).

• Monitor call trends to identify and resolve continuing problems or unusual situations. Identify trends, training issues, and recommend necessary corrective action to Help Desk Management.

• Utilize two ticket system repositories ITSM and PPM (Project and Portfolio Management Center) to track ticket progress and resolution. Provide end-users with ticket updates and enter pertinent information to better assist technicians with ticket resolution.

• Coordinate system solutions with customers (e.g., TIERS Level II Help Desk staff). Monitor Help Desk agent's ticket routing timeliness to comply with established Help Desk procedures.

• Aid other entities of HHSC (e.g., HHSC IT applications, Infrastructure & Ops, Security, and AES) with program, automation, or network issues. Participate in user acceptance testing prior to deployment of new hardware and software to confirm system functionality.

• Manage other duties as assigned, including generating reports, attending workgroups, and coordinating unit activities. Oversees daily operations in the absence of Team Leads.

Requirements:

• Knowledge of information systems/technology processes and procedures.

• Knowledge of personal computers, printers, other peripheral equipment, Microsoft products, and other applicable software.

• Knowledge of current technical troubleshooting techniques.

• Knowledge of customer service techniques.

• Knowledge of the call center/help desk environment is preferred.

• Skill in working with ACD call systems and computers.

• Knowledge of call-tracking software such as Remedy or ITSM Remedy, preferable, but not required.

• Skill in creating and maintaining technical documentation.

• Skill and ability to translate technical information and explain it to a non-technical audience in an appropriate manner.

• Skill and ability to obtain information from an individual about a technical problem when the caller is under stressful conditions.

• Skill and ability to exercise logic and reasoning to define problem, establish facts, and draw valid conclusions; make basic decisions that support business objectives and goals.

• Experience with keeping up with a heavy flow of email information as well as changes in hardware and software and provide current, accurate information to callers.

• Experience performing research and retrieving information from computer systems, databases, and the Intranet/Internet.

• Experience conducting complex analysis of systems and procedures.

• Experience learning new and existing hardware and software.

• Experience taking direction, working well as part of a team, and working independently when needed.

• Experience adjusting to and maintaining a fast-paced workflow.

Working Conditions:

This position may be required to work days, evenings, weekends, holiday shifts (primarily skeleton holidays), and provide after-hour support to meet demands of system support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule.